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SERVICEDESK ASSOCIATE

Makati City, PHILIPPINESOnsiteNetwork /System / Database AdministrationPosted Apr 29

Make your next big career move by applying as KMC Solutions’ next SERVICEDESK ASSOCIATE

Service Desk Associate / Senior Associate main responsibilities are answering, prioritizing, and responding to incoming calls, tickets and email request for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.  

On top of your salary, here are the exciting benefits you can look forward to:

  • You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
  • Making sound decision-making and flexibility to ensure team dynamics and productivity.
  • Hybrid work setup
  • Competitive salary and benefits
  • HMO + free dependent
  • Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
  • Diverse learning & growth opportunities
  • Accessible Cloud HR platform (Sprout)
  • Above standard leaves

The main responsibilities of a SERVICEDESK ASSOCIATE include:

  • Answers phone calls and responds to moderately complex customer inquiries 

  • Log, Acknowledge, Categorize and Prioritize all issues or request tickets 

  • Assign tickets and inform the appropriate group for further troubleshooting 

  • Check emails regularly and make follow up of tickets beyond SLA 

  • Provide the user with the status updates as defined in SLA 

  • Diagnose and resolve hardware and software problems 

  • Provide technical assistance to all end-users both internal and external clients 

  • IT support relating to technical issues involving but not limited to Microsoft’s core business applications and operating system 

  • Perform additional task that may be assigned by the immediate supervisor 

To apply, you must be an expert on the following requirements:

  • Maintain and enhance customer satisfaction and provide service in a respectful, courteous and positive manner 

  • Ability to communicate effectively with all levels of staff: verbal, written and listening 

  • Must be punctual, detail-oriented and self -reliant 

It will also be favorable if you are knowledgeable in:

  • Candidate must possess at least Bachelor's/College Degree in Computer Science/Information Technology or equivalent 

  • 1 Year minimum experience in IT service desk and/or technical support position 

  • Customer Service oriented, resourceful and self-motivated 

  • Knowledgeable in MS-Windows Environment, MS-Office and Office 365 applications 

  • Excellent in English communication skills both verbal and written 

  • Strong analytical and problem resolution skills 

  • Able to manage tasks with minimum supervision 

  • Willing to work on shifting schedule, Holiday, weekends and Night shift 

  • Experience and knowledgeable in Active Directory and ticketing System is a plus 

Network /System / Database Administration

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